Refund policy

SVIPCOFFEE Return, Refund & Exchange Policy

Only purchases made directly from our official online store at www.svipcoffee.com qualify for this policy. If you purchased your device through a third-party retailer, reseller, or overseas platform, we are unable to provide direct after-sales service due to distribution agreements. You will need to contact your original place of purchase for assistance.

1. Return Policy

  1. Return Window: Our return policy is valid for 15 days from the date you receive your item. If 15 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

  2. Return Condition: To be eligible for a return, your item must be unopened and in its original packaging (i.e., in resalable condition). All accessories, manuals, gifts, and anti-counterfeiting labels inside the package must remain intact and be returned together.

  3. Proof of Purchase: To complete your return, we require a receipt, order number, or proof of purchase as validation.

  4. Shipping Costs: Customers are responsible for paying all shipping costs for returning items, and return shipping fees are non-refundable (except in cases of product quality issues).

  5. Partial Refunds: * Any item not in its original condition, damaged, or missing parts/accessories for reasons not due to our error will not be eligible for a full refund or may only receive a partial refund.

    • Any item that is returned more than 15 days after delivery may be rejected or granted only a partial refund at our discretion.

2. Refund Process

  1. Inspection: Once your return is received and inspected by our warehouse, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  2. Credit: If your return is approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (such as PayPal, credit card, etc.) within a certain amount of days.

  3. Deductions: If your order included an initial shipping fee at the time of purchase, this fee represents an already rendered logistics service and will be deducted from your final refund amount.

3. Late or Missing Refunds

If you have received our refund confirmation email but have not seen the funds yet, please follow these steps:

  1. First, double-check your bank account or payment gateway (such as PayPal) again.

  2. Contact your credit card company or payment platform; it may take some processing time before your refund is officially posted.

  3. Next, contact your bank. There is often some processing time before a refund is officially posted by banking systems.

  4. If you have completed all of these steps and still have not received your refund, please feel free to contact us at benniedeacon0@gmail.com.

4. Sale & Promotional Items

Only regular-priced items (standard retail price) may be refunded. Unfortunately, items marked as clearance, non-returnable, or purchased using certain special promotional codes cannot be refunded without cause.

5. Exchange Policy

We only replace items if they have inherent factory defects or were damaged during transit. If you received a defective machine and need to exchange it for the same brand-new item, please contact our customer support team first. 

6. Gifts and Freebies

  1. If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit or electronic voucher for the value of your return. Once the returned item is received and verified by our warehouse, a gift certificate will be emailed to you.

  2. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will issue a refund directly to the original gift giver (the payer) due to privacy and financial security terms, and they will be informed about your return.

7. Shipping & Risk of Loss

  1. Return Authorization: Before shipping your package, you must send an email to benniedeacon0@gmail.com to obtain detailed instructions and return labels on how to mail your product to our designated address. Unannounced returns sent without prior communication will not be processed.

  2. Assumption of Risk: The customer assumes all risks of items being lost, seized by customs, or damaged while in transit to our facilities.

  3. Shipping Recommendations: If you are returning an item valued over $75 (such as our espresso machines, electric cold brew mugs, etc.), we highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item; everything is subject to actual warehouse check-in.